To Apply for this Job Click Here
IT Service Desk Supervisor
Location: Memphis, TN (On-site)
Overview
A growing organization is seeking a skilled IT Service Desk Supervisor to lead its IT Service Desk operations. This individual will manage a small team of technicians, ensuring timely and effective support for end users while promoting a culture of collaboration and service excellence. The ideal candidate has progressed through hands-on IT support roles and developed into a proven leader who combines technical depth, strong communication skills, and a genuine commitment to teamwork.
Responsibilities
• Lead, coach, and mentor a team of Service Desk Technicians to ensure consistent, high-quality support.
• Oversee the intake, prioritization, and resolution of incidents and service requests within established service levels.
• Collaborate closely with infrastructure, applications, and security teams to resolve issues and support shared goals.
• Foster a team-oriented environment built on mutual respect, accountability, and clear communication.
• Monitor and analyze service metrics such as ticket volumes, response times, and customer satisfaction scores.
• Continuously assess and improve service desk processes, documentation, and knowledge management resources.
• Handle escalations, communicate effectively with users, and maintain strong working relationships across departments.
• Develop and deliver training to enhance the team’s technical and customer service capabilities.
• Prepare reports and recommendations to management on performance, trends, and process improvements.
Required Skills & Experience
• Bachelor’s degree in Information Technology, Computer Science, or related discipline, or equivalent experience.
• 5-8 years of progressive IT support experience, including Tier 1 through Tier 3 support.
• Minimum of 1–2 years in a supervisory or team lead capacity within a service desk or IT support environment.
• Strong knowledge of IT service management (ITSM) principles and frameworks such as ITIL.
• Proficiency with common service desk ticketing platforms (e.g., ServiceNow, Jira, or similar).
• Excellent communication, leadership, and problem-solving skills.
• Proven ability to work collaboratively within cross-functional teams and support organizational hierarchy and leadership protocols.
• Ability to thrive in a fast-paced, customer-focused environment and manage competing priorities.
Preferred Qualifications
• ITIL Foundation certification or higher.
• CompTIA A+ or Microsoft Certified Professional (MCP).
• Management or leadership training or certification (e.g., PMP or equivalent).
Working Conditions
• On-site role based in Memphis, TN headquarters.
• Standard office hours with occasional flexibility for after-hours or on-call support.
• Minimal travel may be required to support additional sites or remote teams.
How to Apply
For confidential consideration, please submit your resume and a brief note highlighting your leadership experience in IT support environments. All inquiries will be handled with discretion.
To Apply for this Job Click Here
Bo.Hart